In 2009, the Black Book ITO legacy migration, systems transformation and IT modernization user survey investigated the customer experience of nearly 400 corporate and organizational decision-makers and influencers.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored for each respective vendor by client type and ranked on a 010 scale per KPI.
Key finding: most important customer satisfaction KPIs
Customization, client adaptability, reliability and interfaces/integrations are the most important attributes influencing legacy migration ITO clients' satisfaction with their providers.
Key finding: legacy migration outsourcing vendor dissatisfaction is rare among the top ITO providers
Strong dissatisfaction is uncommon in this niche technology support sector, occurring in only 2.9% of the top ITOs.
US clients are among the most satisfied with comprehensive vendors that offer migration services. Strong dissatisfaction with offshore outsourcing vendors was expressed by less than 6.0% of all surveyed clients with 2009 projects.
legacy, migration, information, technology, outsourcing, ITO, applications, business, process, BPO, service, orientated, architecture, SOA, database, programming, integration, modernization, reverse, engineering, ADM, porting, upgrade, data, turnkey, platform
UST Global, IBM Global, Cognizant, Hewlett Packard, Larsen & Toubro, Unisys, Capgemini, Fujitsu, Orange Business Services, Clerity Solutions, HCL Technologies, Accenture, Wipro Infocrossing, Tata Consultancy Services, MajescoMastek, Tiburon Technologies, Logica, Atos Origin, Hitachi, Ebosys
Table of Contents :
Legacy migration outsourcing 5
Survey overview 8
Key findings 8
Legacy migration ITO top honors overall 2009 8
Legacy migration ITO top vendor by function 2009 8
BLACK BOOK METHODOLOGY 10
How the data sets are collected 10
Understanding the statistical confidence of Black Book data 10
Who participates in the Black Book ranking process 11
Legacy migration ITO vendor rankings and results, 2009 11
PREDICTED LEGACY MIGRATION ITO GROWTH THROUGH 201012 12
TOP 20 LEGACY MIGRATION ITO VENDORS 13
STOP LIGHT SCORING KEY 14
Operational excellence of legacy migration ITO vendors 14
OVERALL KPI LEADERS 19
Top score per individual criteria 19
Outsourcing vendors with most top individual criteria scores 20
INDIVIDUAL KEY PERFORMANCE 21
Orbys consulting 40
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